Venue Optimisation Team Leader

DFL; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading football club in London is seeking a Venue Optimisation Team Leader to coordinate ticket sales and enhance customer service. This role involves managing a team, ensuring compliance with regulations, and developing reports on sales performance. The ideal candidate will have experience in a sports stadium environment and a passion for customer service.

Benefits

Private Medical Insurance

Competitive Holiday Entitlement

Pension (5% + 5%)

Medicash Cover

Life Assurance

Club Shop Discount

Cycle to Work Scheme

Access to Match Tickets

Qualifications

• Minimum two years experience in a sports stadium, ideally in football.
• Experience in leading a high performing sales and customer service team.
• Proficient in MS Office applications.

Responsibilities

• Manage Box Office team, planning staffing and training.
• Coordinate matchday and non-matchday ticket sales operations.
• Deliver exceptional customer service and ensure compliance with regulations.

Skills

Communication

Problem Solving

Team Leadership

Customer Service

Tools

Salesforce

MS Office

Job description

Brentford FC is a bit different to other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play in a brand-new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Come join us.

Inclusion Statement

Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability, we welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities.Should you require any workplace accommodations (also known as ‘reasonable adjustments), you will have the opportunity to let us know at the appropriate points in the hiring process.

Safeguarding Statement

Brentford FC is committed to equality, the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the Club, safeguarding is everyone’s responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team. We remind those barred from regulated activity that it is an offence to apply for such positions.

Please note that where appropriate for the role, you will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. You can find out more about this at https://www.gov.uk/dbs-check-applicant-criminal-record

Please also note that a CV application will not be sufficient. Applications will not be considered where the application form has not been completed in full.

If the role you are applying for involves regulated activity and you have been shortlisted for a first stage interview, you will be asked to fill out a Declaration of Offences Form.

The Role of the Venue Optimisation Team leader

The Venue Optimisation team leader will support on the day-to-day coordination (sales, operations and service) of our two box offices on match day and non-match day. Reporting to the Venue optimisation manager, this person will help support and lead by example a team of several Venue Optimisation Executives in the delivery of exceptional customer service to our supporters

Main Accountabilities

• Support in the management of the Box Office team, planning levels of staffing, training, and performance management
• Help coordinate all matchday and non-matchday ticket sales operations & reconciliations, including home matches, away matches, and Wheatsheaf Park allocations
• Ensure high standards of the delivery of exceptional customer service to our supporters
• Maintain and manage the club’s system systems (currently Ticketmaster, salesforce & bottomline) ensuring data accuracy, system functionality and future developments and innovations
• Work collaboratively with other teams across the club including marketing services, fan relations, content and digital teams to deliver integrated ticket marketing campaigns and supporter communications
• Attend regular meetings with key internal and external stakeholders including fan groups
• Ensure compliance with Premier League regulations, GDPR, and club policies for all ticketing operations
• Generate detailed reports on sales performance, attendance figures, and fan behaviour insights
• Work closely with the Club’s Disability Liaison Officer to ensure accessible ticketing provisions
• Support and development of a team of Venue Optimisation Executives
• Coordinate staff rotas and ensure adequate cover during peak times
• Act as a first for point of escalation for team & customer issues
• Generate and submit sales and performance reports as required

General Club Accountabilities

• To ensure compliance with all relevant Club policies, including safeguarding, health and safety policies and with specific reference to the data regulations (GDPR and PECR)
• To ensure compliance with the Club’s Code of Conduct
• To ensure compliance with all relevant legal, regulatory, ethical and social requirements
• To build and maintain good working relationships both internally and externally, maintaining a professional image at all times when representing Brentford FC
• To keep confidential any information gained regarding the Club and its personnel
• To maintain a flexible approach to work at all times
• To ensure compliance with all Matchday Safeguarding processes
• To ensure compliance with the Club’s Safeguarding Policy and processes
• To promote and support positive mental health and wellbeing throughout the Club both on and off the field
• To promote equity, diversity and inclusion at the Club, in line with our EDI strategy

Key Internal Relationships

• Fan Relations
• Ticketing Operations
• Stadium Operations
• Marketing Services
• Corporate Affairs
• Finance

Person Specification - Essential Characteristics

• Minimum of two years’ experience in a sports stadium (ideally football)
• Experience in leading a team in a high performing sales & customer service team in similar role
• Proficient use of MS office applications
• Strong communication & problem-solving skills
• A positive, bright and energetic demeanour
• Ability to remain calm under pressure and exert a positive influence
• Professional, confident, self-motivated and enthusiastic
• Ability to manage your time effectively and productively
• Resilience, perseverance, determination and an ability to overcome complaints, objections and other challenges

Person Specification – Desirable Characteristics

• Exposure to ticketing and Salesforce CRM would be an advantage
• Desire for continuous personal improvement
• People management skills & knowledge of HR processes
• Project management/Leadership experience

Benefits

• Private Medical Insurance
• Competitive Holiday Entitlement
• Pension (5% + 5%)
• Medicash Cover
• Life Assurance
• Club Shop Discount
• Cycle to Work Scheme
• Access toMatch Tickets